Felipe Murcia - Senior Strategics Account Engineer, Liberty Networks

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Work Background

Liberty Latin AmericaSenior Startegics Account Engineer

Jan. 2023Bogotá, Distrito Capital, ColombiaDirect, expedite, and coordinate the solution of escalated cases within the Company to the Infrastructure, Network, and Security areas for eleven (11) Top customers assigned in the Caribbean (Islands). Role also known as Customer Service Manager.

Liberty Latin AmericaStrategics Accounts Engineer

Jun. 2021 - Dec. 2022Bogotá, Distrito Capital, ColombiaStrategic Accounts Engineer / Service Manager for (5) B2B Customers in the Caribbean and LATAM.

EricssonFullStack Tester

Feb. 2019 - Jun. 2019Bogotá D.C. Area, Colombia · On-siteContractor. Responsible for the design of the Full Stack project for Claro Colombia, executing the flow chart diagrams for the self-management processes for the customer service area. Translate to leaders and workgroup information from English and Portuguese to Spanish, and vice-versa.

Hinode GroupFreelance

Dec. 2017 - Nov. 2020Bogotá, Distrito Capital, ColombiaDeveloped commercial skills (retail), brand positioning, and marketing, through the opening of a new Brazilian Multinational brand in Colombia.

Telefónica ColombiaAssurance / Support / Maintenance B2B Professional

Oct. 2013 - Nov. 2017Bogotá · On-siteLed the relationship within the Networking Area, and responsible for directing information and KPI's (Operative Level Agreements -OLA's) for the Network area, from prioritized corporative incidents. During this relationship, I gathered monitoring platforms for the B2B CallCenter. This strategy allowed us to resolve incidents effectively during the first call with the customers, improving KPIs by 12%. Led, supported, and supervised Key Performance Indicators of Voice products within the B2B (corporative customers) Call Center to achieve goals above 80% of the Service Level Agreements (SLA) contracted with the Company. Fulfilled the goal of 14% designated to the repeated incidents for Voice Services KPIs since August 2017. Achieved by addressing and restructuring strategic parameters for Voice Services within the new CRM for the B2B Call Center. This KPI was not accomplished before in the company.

Sims TechnologiesNetwork Operation Center Coordinator

Aug. 2012 - Jun. 2013Bogotá · On-siteDirected, planned, and supervised the activities of field personnel and engineers in charge of monitoring the Company's Satellite and SCADA systems. Led and guided the oil field teams in optimizing the SCADA technological network infrastructure, improving the connectivity of client services by 30%. Growth in managing and monitoring from 14 to 64 SCADA services in 8 months.

Oesia GroupNetwork Engineer (R)

Nov. 2011 - Mar. 2012Colombia · On-siteCoordinate the installation of new systems and equipment in the different Telecom nodes according to local, regional and international network planning. Manage the budget of investments and expenses (Opex and Capex) of TIWS in Colombia throughout the year. Project manager for administrative activities in Colombia's network. Formalize the closure of the Colocation contract between TIWS and TELECOM.

Ministerio de Tecnologías de la Información y las ComunicacionesInfraestructure Engineer

Nov. 2009 - May. 2011ColombiaMonitored the bandwidth consumption of the 1600 institutions assigned to the Contecol and Unicikma projects. Provided monthly traffic reports from the 3G wireless and satellite platform to the quality area, sharing the percentage of compliance by the Interventory.

Ministerio de Tecnologías de la Información y las ComunicacionesCoordinador Centro de Operaciones de Red (NOC)

Aug. 2009 - Nov. 2009Bogotá, Distrito Capital, ColombiaLed and trained the Network Operations Center (NOC) team to ensure the provisioning and monitoring of satellite equipment - VSATs.

Ministerio de Tecnologías de la Información y las ComunicacionesCoordinador de calidad

Jan. 2009 - Aug. 2009Bogotá, Distrito Capital, ColombiaManaged contractor companies for the study, construction, and implementation of satellite internet in public institutions in the southwest of the country.

COLSUBSIDIOProcessing Operator

Jun. 2008 - Dec. 2008ColombiaProject Engineer in charge of coordinate the logical movement of servers inside the data center to new racks, in order to improve the work space and redistribute the wired LAN to a SONA (Cisco) infrastructure. (College Thesis). Track monitoring functions for the area of Telecommunications

COLSUBSIDIOTelecommunications Technical Support (Internship)

Jul. 2007 - Jun. 2008ColombiaReport, monitor, manage and support LAN and WAN events of the telecommunications network. Mange intern requirements (R.I.T) demanding analysis and implementation of projects.

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